Senior Customer Success Manager
The CSM will identify and leverage company-wide resources to address any customer satisfaction, growth opportunity or risk in their portfolio. Our CSMs are expected to possess knowledge, expertise, and experience in the Software-as-a-Service business models, account management, customer relationship building, and program and project management. Our Customer Success group works with customers to drive user adoption, locks in renewals, participating in commercial negotiations as a Customer advocate and business partner, and identifies upsell/cross-sell opportunities.
The Customer Success team is similar to an enterprise software account management organization; however, we deploy a unique "shared success" pricing model that motivates us to ensure our Customers are fully enabled and equipped to drive positive business outcomes around their document-centric business process. Their success is our success. It's the Customer Success Manager's goal to make every customer in their portfolio successful and committed to the SpringCM platform through a trusted advisor relationship.
At SpringCM, the Customer Success team is part of an umbrella organization called the Customer Success Organization, which also includes subject matter experts for implementation, educational services to enable customers to become confident administrators, users and developers on our platform, and technical support engineers who respond to customers in need.
RESPONSIBILITIES:
- Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned accounts, moderate complexity and large mid to small enterprise customer portfolio
- Work with Account Executive to build, maintain and execute on account plans for each assigned account and coordinate appropriate internal domain experts for delivery
- Develop strong relationships with all key decision makers and influencers
- Identify, develop, and recognize new opportunities for expanding your Customers' business volume
- Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation plans
- Own all primary Customer communication and resolve escalations with autonomy related to the services provided by Salesforce Commerce Cloud
- Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization
- Collaborate effectively with the Sales organization to close incremental revenue and secure long-term renewals
- Ensure ongoing adoption by customers by introducing innovation
- Act as the liaison between Product Management and the Customer with a focus on feature collaboration and communicating the SpringCM roadmap in a balanced "one-versus-many" approach required by the SaaS model
- Collaborate with customer's implementation partner or SpringCM Professional Services to achieve overall satisfaction with the solution and to create a trusted 3-way partnership between customer, partner, and SpringCM
- Build a solid base of referenceable customer contacts within your assigned portfolio
Minimum Requirements:
- 5-plus years of professional experience with at least 3 years of experience in SaaS/enterprise software Customer Success, Account Management or Client Services managing multi-million dollar portfolios of recurring revenue
- Exposure to the development, execution, and oversight of account plans for top tier Customers
- Experience with ECM/Document Management/Contract Management or BPM systems such Documentum, OpenText, K2, Appian, preferred
- Exposure to B2B SaaS models from the vendor side
- Strong command stature / executive presence at the C-Suite level; demonstrated ability to seamlessly participate in discussions with business and technical leadership
- Willingness to become proficient in demo'ing the platform and gaining the confidence of the CIO's office
- Experience working with distributed, co-located teams required
- Excellent verbal and written communication and in-person and virtual presentation skills
- Ability to work independently and to collaborate effectively across functions as part of team in a matrixed environment
- Success working in a fast-paced, dynamic and creative environment with a rapidly growing company
- Bachelors' degree in a related field required
- Must be able to travel domestically and internationally up to 40% of the time
- Competitive salary
- 401k
- Stock options
- Flexible vacation policy
- Paid maternity/paternity leave
- Start-up culture
ABOUT SPRINGCM
SpringCM is the leading cloud document management company, helping companies of all sizes automate their document processes, improve communication, and collaborate, both inside and outside their company walls. Our software allows users to manage all document types seamlessly across desktop, mobile and partner applications like Salesforce.
Everyday, more than 600 companies like Accenture, Uber, Ikea, Office Depot, Facebook, Hilton and many other leading brands use SpringCM to improve their daily work experience and get more done, faster.
At SpringCM, we are passionate about cutting edge technology that delivers industry-leading document management solutions. Our team of super smart engineers, product managers and dev ops is focused on tackling the world's most difficult document centric challenges delivering solutions that increase efficiency, productivity and revenue.
We have great plans for the future and are looking for the smartest and most driven people out there to help us. If you are passionate about delighting customers, implementing solutions that create business process efficiency, and are curious about the latest and greatest technologies, we want to hear from you.